Responding to requests for specialist professional assistance
Occupational Profile
An “Emergency Service or NHS Integrated Urgent Care Contact Handler” responds to requests for specialist professional assistance from members of the public, colleagues, and employees from other organizations (all of these individuals are called “service users”). The requests from service users could be received through a variety of communication methods, including the telephone (for example, 999 emergency or 111 urgent care calls), online applications, text messages and through social media. Some service users will be directly or indirectly involved in difficult and / or traumatic situations (for example, they may be in danger or unwell), and may display a variety of characteristics (for example, vulnerability, anxiety, confrontational).
The role of the Contact Handler is to communicate with the service users to ascertain their needs, provide reassurance and advice, and decide and take the appropriate course of action (following processes and procedures). As this action may require an immediate response by emergency service personnel, the Contact Handler has to act calmly and efficiently under pressure, ensuring computer systems are accurately updated.
A Contact Handler will normally work for a “blue light” organization, for example, a Police, Fire or Ambulance Service or an NHS Integrated Urgent Care organization. A Contact Handler will typically work shifts, which will include working some nights, weekends and bank holidays to provide a 24 hour service, 365 days a year. They will not generally have any formal line management responsibility.
Summary of standard
Full standard
https://www.instituteforapprenticeships.org/media/1731/contact-handler-final.pdf
